You can make a complaint about a car service company. Car services include app-based companies such as Uber, Lyft, and Via.

The types of things you can make a complaint about include:

• Fare rate or tipping regulations
• Rude car service dispatcher or office employee
• A car service company or dollar van operating illegally
• A car service company using unauthorized vehicles or drivers
• Refusing a passenger request, including not providing a requested type of vehicle when available or not providing a wheelchair-accessible vehicle when requested
• Delaying pickup or not showing up

You can make a complaint about a car service driver. The types of complaints you can make include:

• A car service driver refusing a passenger's request. Such requests might include adjusting the air conditioning or the volume of the radio
• A rude car service driver
• Dirty conditions or an odor in a car service vehicle, including cigarette smoke and body odor from a car service driver
• A reckless or unsafe car service driver
• Broken or missing equipment in a car service passenger car
• A Taxi and Limousine Commission decal is not on the rear window or door
• The Passengers Bill of Rights is not displayed inside the car
• A car service driver using a cell phone while driving. Car service drivers are not permitted to use cell phones while driving, even with a hands-free headset.
• Fares or tips, including complaints about car service drivers overcharging or demanding tips
• A car service driver who fails to display his or her license. This includes drivers who appear to be displaying someone else's license
• Car service drivers are required to display a license with their picture and Taxi and Limousine Commission driver's number
• A car service driver refusing to pick up a passenger. It is against the law for a car service driver to refuse a person based on race, disability, or a destination in New York City when prearranged. A car service driver is required to drive a passenger to any destination in the five boroughs, the counties of Nassau and Westchester and Newark/Liberty Airport.

The New York State's Department of Taxation and Finance charges an 8.375% tax for passengers using a car service, limousines, or a black car service.

This is a State tax and is not collected by the Taxi and Limousine Commission.

Inclement Weather Charge

The Taxi and Limousine Commission does not regulate the rates for car services.  Car service companies may, however, impose an additional charge during bad weather such as snow, ice, and flooding.  

In order to collect the additional charge, notice of the "inclement weather charge" must be posted in the company's rates and be readily available to the passenger in the company's office; otherwise, it is prohibited.  When a car service is ordered by phone, the passenger must be informed at that time if the inclement weather charge will be applied.